Job Description

Posting number: 2603516

Department: Office of Chief Planning & Economic Development

Division: Worksource Coastal - Employment Services Unit

Job classification: Community Program Specialist

Posting type: Open

Categories: Customer Service

Summary

apply now.jpg

The Workforce Resource Specialist greets and registers all visitors to the WorkSource Coastal Job Center Hub, explains available workforce development services, and helps customers use career resources and digital tools. The position supports the US Department of Labor-Employment Training Administration (USDOL-ETA) Workforce Act Title I program orientation and intake, collects and organizes documents, assists with training services-related paperwork, and conducts assigned follow-up contacts. The Workforce Resource Specialist provides accurate information and a smooth handoff while maintaining accessible, confidential, well-documented services and customer service excellence.

Examples of duties

• Greets all customers, explains workforce development services and available basic resources, career and partner services, and directs customers to appropriate staff, workshops, and other career-related opportunities.
• Conducts Workforce Act orientation: assessments, career and training services, enrollment steps, participant responsibilities, and access to in-person or virtual assistance.
• Provides basic career assistance with WorkSource Georgia Portal Virtual One-Stop (VOS) System registration, job searches, résumés, applications, labor force/market information, and resource room technology.
• Prepares training/classroom space with a neat appearance and assists with the facilitation of workforce development and/or career-ready workshops as scheduled.
• Assists customers with the completion of program intake forms for Youth, Adult, and/or Dislocated Worker eligibility review.
• Schedules assessments and appointments, sends emails/reminders, and assists customers with routine paperwork or technology barriers.
• Contacts participants, providers, or employers to obtain follow-up and employment/training information, refers new needs promptly, and documents all contacts.
• Protects confidential records, supports file quality checks, and maintains an accessible, organized Resource Room in the Job Center Hub.
• Performs all other related duties as assigned to this position within the department’s mission, vision, and/or scope, to include schedule adjustments, evening or weekend hours as assigned.

Qualifications

• High school diploma with five years of experience or equivalent; post-secondary coursework or an associate degree in human services, business, education, information technology, or a related field preferred. Must have customer service, workforce services, administrative intake, education support, or any equivalent combination of education, training, and experience.
• Proficiency with Microsoft Suite/Microsoft 365, web applications, scanners, digital forms, and operating basic office equipment; ability to learn the WorkSource Georgia Portal and required case file procedures.
• Ability to travel to assigned locations throughout the region; valid driver’s license and reliable transportation when required for assigned travel.
• Must report to work at an assigned WorkSource Coastal Job Center Hub and travel to regional locations, trainings, and conferences when required.
• Office Hours: 8 AM – 5 PM, Monday – Friday at Locations: 7216 Skidaway Road, Suite C; Savannah, GA 31406 or 140 E. MLK Jr. Drive; Hinesville, GA 31313 or as assigned.

Additional Requirements

Background investigation, including a supervised drug screen, post offer/pre-employment medical screen; and verification of education, certifications, and licenses required prior to employment.

Supplemental information

• Knowledge of the U.S. Department of Labor-ETA Workforce Act Title I Adult, Dislocated Worker, and Youth programs, basic eligibility requirements, and available career, training, and supportive services.
• Knowledge of job search methods, résumé preparation, online employment applications, interviewing techniques, and workforce resources.
• Knowledge of intake, orientation, document collection, referral, and participant follow-up procedures.
• Knowledge of confidentiality, protection of personally identifiable information, equal opportunity, and accessibility practices.
• Knowledge of community resources and partner services available throughout WorkSource Coastal’s ten-county region.
• Skill in providing courteous, responsive customer service to individuals with diverse backgrounds, employment needs, and levels of computer proficiency.
• Skill in explaining program services, application requirements, and next steps through individual assistance and group orientations.
• Skill in assisting customers with computers, online job searches, workforce portals, document uploads, and virtual services.
• Skill in coordinating referrals and communicating customer needs to case managers, supervisors, and partner agencies.
• Ability to work independently and collaboratively with staff and workforce partners, demonstrating flexibility in adapting to changing priorities, customer needs, work assignments, and service delivery locations.
• Ability to identify immediate customer needs and connect individuals with appropriate staff, services, or community resources.
• Ability to recognize need for training assistance and refer eligibility or approval questions to Case Management or Supervisor staff.
• Ability to assist with participant outreach and follow-up, document contact attempts, and promptly communicate unresolved needs.
• Ability to manage multiple customers and assignments while maintaining accuracy, professionalism, and timely service.
• Ability to follow established policies, maintain confidentiality, and exercise sound judgment within assigned responsibilities.
• Ability to support accessibility services, arrange appropriate accommodation or language assistance, and work effectively across hubs, outreach, and virtual settings.
• Ability to explain processes clearly, assist customers with technology, organize confidential records, manage competing requests, and work respectfully with people from varied backgrounds.

SUPERVISORY CONTROLS: Work is performed under the direct supervision of the Case Manager Supervisor or Designee with moderate supervision from the Direct Service WorkSource Coastal Administrative Management staff. The supervisor provides direction, spot-checks work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES: Guidelines include US Department of Labor-Employment and Training Administration (USDOL-ETA) Workforce Act Title I requirements, applicable federal regulations and USDOL-ETA guidance, State of Georgia workforce policies, Coastal Workforce Development Board policies, WorkSource Coastal departmental and interdepartmental procedures, grant requirements, and City of Savannah policies and procedures. Guidelines are generally clear and specific but require judgment and interpretation when applied to eligibility, service planning, training, supportive services, documentation, and day-to-day program operations. Cases are referred to staffing review before any funds are committed.

COMPLEXITY: The work consists of varied duties related to customer assistance, orientation, workforce readiness/workshops, document completeness/collection, referrals, and participant follow-up. Requires applying established workforce development policies and procedures and exercising moderate analytical judgment to identify customer needs, review documentation for completeness, and adapt assistance to individual circumstances.

SCOPE AND EFFECT: The purpose of this position is to assist customers in accessing workforce services through orientation, job readiness workshops, job search assistance, document collection, referrals, and follow-up support. The work supports service delivery and accurate participant records, with minor to moderate consequences for customer access and timely processing. Successful performance helps customers navigate program requirements, connect with appropriate resources, and pursue training and employment opportunities that support economic self-sufficiency.

PERSONAL CONTACTS: Regular contact with customers, job seekers, program participants, parents, co-workers, case managers, other City personnel, workforce partners, community agencies, volunteers, and the general public. Contacts involve exchanging information about workforce services, explaining program requirements, assisting with documentation, coordinating referrals, and supporting participant follow-up.

PURPOSE OF CONTACTS: Contacts are typically to exchange information, explain workforce development services and program requirements, assist customers, resolve routine service issues, coordinate referrals, and obtain documentation or follow-up information.

PHYSICAL DEMANDS: The work is primarily sedentary, with intermittent standing, walking, bending, stooping, crouching, or reaching. Requires frequent use of computers and standard office equipment and occasional lifting or moving of files, supplies, and equipment, including file boxes weighing approximately 50 pounds or more. The position also requires travel to WorkSource Coastal Hubs, regional service locations, meetings, trainings, and conferences as assigned.

WORK ENVIRONMENT: The work is typically performed in offices, Job Center hubs, classrooms, training facilities, and community, school, employer, or partner locations, with services also delivered virtually. Assignments may require travel throughout the WorkSource Coastal service delivery region and earlier mornings, occasional evening or weekend work. Conditions are generally consistent with an office environment, with occasional exposure to noise, dust, weather, or other elements associated with travel and outreach activities.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY: No direct personnel supervision. Responsible for coordinating daily Hub and resource room operations, monitoring facility conditions and equipment, and promoting an orderly, safe, and welcoming environment. Communicates visitor conduct expectations, addresses routine behavioral concerns, and refers disruptive behavior, safety issues, and facility needs to management or appropriate personnel in accordance with established procedures.